This article applies to lendersStep 1: Under Complaints scroll down to +Resolution
Step 2: Fill out the form and click Save
Definitions:
Resolution Type: how the complaint was resolved
Resolution Date: the date that the resolution occurred
Resolution Amount Field - if the resolution involved a monetary payout, list the dollar amount (optional)
Complaint Valid – enable if this is a legitimate complaint
Controllable – enable if the situation was preventable
Responsible – the responsible party for the incident (lender, forwarder, agent, borrower)
Once the resolution has been created, the red complaints tab will return to grey.
Click the + to expand the resolution details.
Resolution Scenario 1:
Lender | Agent
• If the complaint was created by the lender, then a resolution can only be added by the lender.
• If the complaint was created by the agent, then a resolution can be added by both the lender and agent.
Resolution Scenario 2:
Lender | Forwarder | Agent
• If the complaint was created by the lender, then a resolution can only be added by the lender.
• If the complaint was created by the forwarder then a resolution can be added by the lender and forwarder.
• If the complaint was created by the agent, then a resolution can be added by the lender and agent.
Note: Only the lender can edit the resolution
Click Here to view How to Submit a Complaint
Click Here to view How to Respond to a Complaint